Networks and digital technology – the building blocks of Telstra’s strategy

By Robyn DenholmJune 20, 2018

Our network and technology capabilities keep millions of consumers and businesses connected every day and are Telstra’s biggest source of competitive advantage.

In 2016, we could see some of the key trends and opportunities coming from the huge growth in demand for data, new technologies, intensifying competition and the rollout of the NBN.

In response we set up our Networks for the Future and Digitisation strategic programs – a once-in-a-generation opportunity to provide our customers with the best experiences in an environment of more data, more devices and more connectivity as part of an up to $3 billion strategic investment.

These programs will help Telstra drive a step change in customer experience, launch new market leading products and services, handle ever growing data volumes at the highest levels of reliability and significantly reduce costs.

Our Networks for the Future and Digitisation programs, backed by the hard work of our fantastic people across the business, are the building blocks that will enable the Telstra2022 strategy.

Phase 1: Building foundational capabilities

Since the launch of these strategic programs we have developed and deployed new foundational capabilities.

In Digitisation we have built key capabilities, such as a new digital core, fixed customer pain points, and established new ways of working.

This has resulted in a better customer experience when it comes to fixing faults and ordering and tracking services online. Although, we know we still have a long way to go.

In Networks, we have extended our leadership in mobiles – doubling the speed of original 4G for more than 90% of the population, rolling out 1 Gbps enabled LTE capability in key CBD locations, launching Australia’s largest IoT network, opening Australia’s first 5G Innovation Centre and delivering content to more than two million sports apps.

We have increased capacity to provide an improved experience for fixed broadband customers as well. You can see the results in the fact we have won the Netflix Speed Index nationally for the past four months.

We have improved network resilience with a 60% reduction in lost service hours for mobile customers since 2016. This has been supported by our move to build a next generation network that is software defined and virtualised.

Phase 2: Enabling rapid product and market innovation

In the coming 12 months the true transformational power of what we have achieved through Networks for the Future and Digitisation will come to the fore as these programs will enable Telstra’s plans to lead the market and change the way our customers buy and consume our services.

Our new network capabilities will support a simplified product suite across all segments, including the launch of innovative new services in areas like the Internet of Things and cybersecurity. They will mean we can handle ever increasing volumes of traffic at much lower costs and meet our aim of providing services with ‘always on’ seamless connectivity.

We will lead the market on 5G, ensuring Australians are among the first in the world to benefit from the next generation of wireless technology. At the same time, we will continue to invest in 4G to offer the leading mobile experience for our customers today.

We will to migrate products and services to the new IT stack. This means we will be able to support millions more customer interactions through online channels or apps and bring new products to market in weeks not months.

We will have a 360 degree view of the customer so we can tailor products that suit their needs and proactively solve any problems a customer might have before they even notice there is an issue.

As we deploy the new, we will reduce costs by simplifying our business and shutting down hundreds of legacy systems and applications.

We are at an inflexion point in the life of these programs. The foundational work has been undertaken and now it will fuel a host of new products and services to achieve our aim that in the future we can we offer our customers Australia’s largest, fastest, smartest, safest and most reliable network.

Robyn Denholm became Telstra’s Chief Financial Officer & Head of Strategy on 1 October 2018 after spending 18 months in the role of Telstra’s Chief Operations Officer (COO). This role is responsible for setting Telstra’s strategic direction, while managing all financial elements, including, capital planning, budgets, cash flow, as well as Audit, Risk and Treasury. Robyn also oversees Telstra’s digitisation program to ensure its delivery.